My Mum ordered a cardigan from their catalogue. They phoned her and told her they had no stock in the size she had ordered, and would not be getting more in, but would she accept the next size down as an alternative. She agreed and they asked for her bank account details again. Of course she should have refused and told them this was not another order so they would not be needing to take further payment - but what can I say, she is 72 and naive and trusting.
The very next day the item arrived in the size originally ordered. She phoned them to ask them not to send the other item and was told that it had already been despatched but that she should refuse to accept it when it arrived. This she duly did.
To cut a long story short Gray and Osbourn took £55 and £4.99 for postage and packaging out of her account twice. Once on the 1 September and again on the 8th. They are now saying that they have not received the second item back from their courier company and that they cannot refund my mother's money until they 'investigate'. They are sending my mother something out to sign and return to them. If, and it's a big if, she does get her money back they will have had it for well over a month. This is entirely unacceptable.
They accept no responsibility for the fact that the whole fiasco was their mistake. To my mind taking the second payment out was fraudulent. My mother only ever ordered one item.
I have reported them to Consumerline and am awaiting their advice.
My advice to other consumers is steer clear.
Susan Jones found this review useful
Excellent. Had placed an order when I realised I wanted another item. When I phoned them the phone was answered promptly by a very polite chap and it was no trouble to add the item and ensure that I did not have to pay twice for postage and packaging. I ordered at 9am on Wed and the goods arrived in the post Thurs morning. I would definitely use them again.
My order was processed almost immediately and arrived with me four days later. An easy, no hassle transaction which, lets face it, in the busy world we all live in, is what is you want from any internet supplier.
I also find it confidence inspiring that there is a phone number displayed up front on the home page of the site. Too many internet suppliers are unreachable if you need to consult with them or if something goes wrong.
Bit too early to review the product but first indications are positive.
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook
You were not logged in with the entered details. Please try again.
No worries though, our friendly support team will help get you back up and running as usual. Just get in touch.
No worries though, it's easy-- check your inbox for the email we just sent you, and click on the link.